Notes from the work

Journal

Short notes from the work. Winning business direct instead of through aggregators, communication that runs without anyone chasing, and carrying more volume with the same team.

Customers forgive the delay. They do not forgive the silence.

Most operators think they lose customers over things going wrong. Usually they lose them over not being told.

4 min readNotes

You are paying commission on demand you already generated

Aggregators rarely win the customer. They win the customer who tried you first, waited, and gave up.

5 min readNotes

Why the big system project fails and the small one does not

Most operational projects fail because they were too large to stop. Keeping the first piece small is a commercial decision, not a technical one.

4 min readNotes